Luxury Customer Experience

[Focusin]

***Disclaimer***
This is a Canadian customer service issue so your mileage may vary. Also, I am not posting this as a complaint, but as a personal experience and example of how far Hyundai still has to go to bring their customer experience in line with the competition.
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March 11, 2016

8:20am - Bring my 2015 Tech 3.8 in for 1st oil change and to check a couple of minor delivery issues. SA tells me to give them until 12:00pm and the charge is $60 for the oil change.

2:00pm - Arrive and am told the car is not ready. Advise them I have to be somewhere by 2:30pm.

2:20pm - Car is still not ready, I (politely) ask SA to advise me next time there’s a delay so I can make other arrangements. SA holds up his hand to me and says “we’ve been busy today”, to which I reply, “I’m busy too and now you’ve made me late to pick up my daughter from school”. More arguing by the SA until finally I say, “have your manager call me”.

2:35pm - SA brings me the bill and says, “Your car takes more oil than I thought, so it’s $106.00 instead of $60.00” to which I reply, “That’s fine, I won’t be coming back here”.

I place a call to the service and sales manager who are both apologetic but do nothing beyond that. I exchange emails with the salesman who is concerned but has no clue what to do. I hear nothing further.

A few days later, I receive a call from the regional service department asking me when I will be coming in for remaining service issue and tire recall. I explain why I won’t be returning and he forwards my concerns to the dealer's Business Development Manager for the region who tells me that someone from the dealership will be in touch shortly to address my concerns.

Same day, I complete a dealership customer survey outlining my experience giving 1 star across the board with explanation, as well, I write the following email to the CEO of Hyundai Canada:

Don Romano
President and CEO
Hyundai Auto Canada Corp.



Dear Mr. Romano,

I write to you as the proud owner of a 2015 Genesis Sedan 3.8 Tech, purchased five months ago. My parents also recently purchased the identical vehicle on my recommendation.

In choosing my new vehicle, I looked at several other options in the luxury car market, including Lexus, Lincoln, Cadillac, Infiniti and Audi and was pleasantly surprised to find that Hyundai not only had a luxury model but also one that was every bit as impressive as the competition. In nearly every aspect, the Genesis rivals its competitors and is really one of the best kept secrets in the automotive industry.

Unfortunately, this is where the comparison ends. The Genesis brand falls short in one important category of the luxury package; customer experience. My after purchase service has been a complete disappointment and am now considering a third party for all non-warranty service.

I will not describe here my first experience with your local dealership (details can be provided) but suffice it to say, it was not an experience one would afford a customer buying a base model Accent, let alone your flagship luxury vehicle.

I imagine one of the most difficult aspects of breaking into the luxury car market is changing the public’s perception of your brand from being a quality, economical product to one being recognized for setting a benchmark for luxury. My dealership experience has unfortunately reinforced the notion that Hyundai, while excellent value for the budget conscious consumer, is not an option for those looking for the complete luxury car experience.

Time will tell if that perception changes, but for now, it seems Genesis owners will have to wait for the rest of the luxury package.

I wish you well in your future developments with the Genesis brand and am excited for the new models due out.

Thank you,

I receive a confirmation email stating that someone will be in touch within 3 business days. Two weeks pass, no response from CEO, Hyundai Canada or dealership.


March 29, I receive a response from “Equus”:

Thank you for your email. I will present your complaint for an internal review with the dealership management. Please expect communication (phone call or email) from (dealership)Hyundai within the next 3 business days.

Today is day 4 and no contact from anyone at the dealership since the original incident 3 weeks ago.

 

[Genentec]

did u expect lexus treatment? thats hyundai for u.

overall their dealership experience sucks.

***Disclaimer***
This is a Canadian customer service issue so your mileage may vary. Also, I am not posting this as a complaint, but as a personal experience and example of how far Hyundai still has to go to bring their customer experience in line with the competition.
_________________

March 11, 2016

8:20am - Bring my 2015 Tech 3.8 in for 1st oil change and to check a couple of minor delivery issues. SA tells me to give them until 12:00pm and the charge is $60 for the oil change.

2:00pm - Arrive and am told the car is not ready. Advise them I have to be somewhere by 2:30pm.

2:20pm - Car is still not ready, I (politely) ask SA to advise me next time there’s a delay so I can make other arrangements. SA holds up his hand to me and says “we’ve been busy today”, to which I reply, “I’m busy too and now you’ve made me late to pick up my daughter from school”. More arguing by the SA until finally I say, “have your manager call me”.

2:35pm - SA brings me the bill and says, “Your car takes more oil than I thought, so it’s $106.00 instead of $60.00” to which I reply, “That’s fine, I won’t be coming back here”.

I place a call to the service and sales manager who are both apologetic but do nothing beyond that. I exchange emails with the salesman who is concerned but has no clue what to do. I hear nothing further.

A few days later, I receive a call from the regional service department asking me when I will be coming in for remaining service issue and tire recall. I explain why I won’t be returning and he forwards my concerns to the dealer's Business Development Manager for the region who tells me that someone from the dealership will be in touch shortly to address my concerns.

Same day, I complete a dealership customer survey outlining my experience giving 1 star across the board with explanation, as well, I write the following email to the CEO of Hyundai Canada:





I receive a confirmation email stating that someone will be in touch within 3 business days. Two weeks pass, no response from CEO, Hyundai Canada or dealership.


March 29, I receive a response from “Equus”:

Thank you for your email. I will present your complaint for an internal review with the dealership management. Please expect communication (phone call or email) from (dealership)Hyundai within the next 3 business days.

Today is day 4 and no contact from anyone at the dealership since the original incident 3 weeks ago.

 

[Focusin]

I'm letting the issue rest to see when and if the dealership contacts me but also to see whether Hyundai Canada follows up to verify that I've been contacted.

I'm not entirely surprised that the dealership hasn't contacted me despite my using a half dozen different avenues of communication over the past three weeks but I am concerned that Hyundai Canada took two weeks to respond to my email to the CEO.

 

[Focusin]

did u expect lexus treatment? thats hyundai for u.

overall their dealership experience sucks.

Well, that's sort of the point. We'd all like a Lexus experience from Hyundai and I'm using this opportunity with the dealership and corporate to demonstrate that they are severely lacking in that area.

I should add that I probably wouldn't have posted this were it not for the company's official foray into the premium luxury sedan segment.

 

[Midnightsun]

After experiences similar to yours I have never gone back to Hyundai for service after my first Gen1 (I did own a second Gen1 and now my Gen2) unless there is a required update/tsb or recall. I unfortunately must echo your dissatisfaction with my dealers convenience store attitude/competence . I think this is going to change with the Genesis brand in the near future. When I asked about the new approach my dealer said they will most likely opt out as it was expensive and required a large investment on their behalf to become "Genesis" dealers. Not everyone will sell the upcoming Genesis brand.

 

[MikeyTG]

This is completely up to the dealership. If possible find another; you are not obligated to service your car where you bought it. If you tell your story to a prospective new dealer they should bend over backwards to make you happy and get your business.

My dealer's service department has always treated me well, and my first service was free for the Genny.

 

[Aquineas]

That sucks. I'd have been more than ticked off.

 

[Fight4Hemp]

Well, that's sort of the point. We'd all like a Lexus experience from Hyundai and I'm using this opportunity with the dealership and corporate to demonstrate that they are severely lacking in that area.

I should add that I probably wouldn't have posted this were it not for the company's official foray into the premium luxury sedan segment.

...complete bs, I wouldn't expect anyone to act so unprofessionally. It doesn't matter if you servicing your accent or eating at Mcdonalds there should always be a way to quickly resolve customer service issues, hyundai needs to step it up if they plan on competing with the big boys of luxury.

 

[PMCErnie]

This is a perfect example of that old expression "cutting off your nose to spite your face." Why throw a hissy fit ("I'm never coming back!") during one of your first experiences with any organization. As they say, a little kindness and understanding goes a long way. Customers bear a responsibility too in building a relationship. Also, NEVER expect a car with multiple service/repair issues to be ready to pick up in less than one full business day.

 

[ksoze]

This is premium luxury car hardware sold by a non-premium luxury car maker. The car is sold in stores which are modeled for and cater to an entirely different audience. Exceptions are out here, but in general when you build a dealer model to sell and support the audience of Hyundai's traditional bread and butter, it's going to feel that way.

It is also ironic that there are constant posts here about conquests obtaining the car for basement prices - should be no shock that comes a lower level of luxury experience. If you can lower your expectations for white glove treatment, then the Genesis is a bargain. The experience described in the OP would be disconcerting, but that level of service has worked for the markets they traditionally serve.

If you are going to rub elbows with Accent and Elantra customers, you may have to get reset or lower some expectations - not common courtesy or fairness, but expecting a higher level of service.

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[Genesisimo]

The jury is out on my dealer. They were upfront on the deal, which was negotiated over the phone. They did a dealer trade on my say-so to get the right car. So the sales staff is solid.

When I had a major mechanical issue at 225 miles and 10 days (!), the service department did not impress. The service advisor called me rarely over the 3 weeks that it took to resolve. When I phoned him, he was usually unreachable and I ended up stuck in voice mail jail. Yesterday when I went to pick up the car, I had to press the SA for technical details of the issue and the fix. They had replaced the fuel line and the low-pressure fuel pump. The car was delivered to me with black gunk on the paint near the trunk, filmy stuff on the radar placard in front, a smudge on the inside of the windshield and half a tank of gas. I sent the car back to the detail shop, where at least the gunk and the filmy stuff came off.

I am hopeful that things will improve from here.

 

[jsmit86]

The jury is out on my dealer. They were upfront on the deal, which was negotiated over the phone. They did a dealer trade on my say-so to get the right car. So the sales staff is solid.

When I had a major mechanical issue at 225 miles and 10 days (!), the service department did not impress. The service advisor called me rarely over the 3 weeks that it took to resolve. When I phoned him, he was usually unreachable and I ended up stuck in voice mail jail. Yesterday when I went to pick up the car, I had to press the SA for technical details of the issue and the fix. They had replaced the fuel line and the low-pressure fuel pump. The car was delivered to me with black gunk on the paint near the trunk, filmy stuff on the radar placard in front, a smudge on the inside of the windshield and half a tank of gas. I sent the car back to the detail shop, where at least the gunk and the filmy stuff came off.

I am hopeful that things will improve from here.

Was the gas tank significantly more then 1/2 full when they got the car from you?

 

[Focusin]

Just to reiterate in case I wasn't clear, this post isn't a complaint about the dealer. The information on the dealer was necessary to provide context.

It's about how Hyundai (Genesis) deals with complaints regarding customer experiences. In this instance, I sent a thoughtful, positive letter to the CEO addressing a failure in Hyundai's mission and it took two weeks to receive a response, not from the CEO's office, but from a customer service representative. I believe the problems with Hyundai customer service are systemic, starting at the top.

Hyundai's CEO has said this:

Every Hyundai dealer and every Hyundai employee has committed themselves to customer service. We’re continuously elevating every touch-point, every interaction, and every opportunity to experience the Hyundai brand to lead the industry in customer experience.

We call this “The H-Factor”. It’s a creative expression of Hyundai’s drive to exceed your expectations. Whether it’s the product, the dealership, or the customer experience, we want it to be unequaled.

I intend to have this car for at least the next 7 years and expect to have many trips to the dealer for warranty work so I have a vested interest in how the brand evolves and whether the current dealerships are equipped to handle a luxury car experience. The dealership in question is the only one currently selling the Equus so is likely to be the go to when launching the new brand.

 

[MoabGen]

I have had mostly poor experiences from the dealer I've used up to this point for service. Enough so that I will no longer be going there and I will instead be trying out the mega-dealer in town when it comes to warranty issues with the thought they may be more familiar with the Genesis and more aware of the common problems that relate to that car.

I specifically went to a smaller dealer hoping they would appreciate by business and would be easier to work with than the mega-dealer, but having to make multiple trips for the same issue that are still unresolved when I simply don't have the time has became tiresome and my patience (which I have a lot of) has evaporated.

I am also by no means expecting white glove treatment from Hyundai. I simply want issues taken care of without having to drive to the dealer multiple times. I love the car, but the service experience has been far, far worse than Ford or GM (current and prior cars in my garage). Purchasing the Genesis was a breeze, so it's not all bad.

 

[CanukV6]

Maybe I have just been lucky, or maybe its because I am now on my third Genesis from the same dealer and my family has purchased/leased 6 Hyundai vehicles from them. They certainly treat me very well, both in Sales and more importantly after-sales Service. My regular bill for an oil service is $65 so that nonsense mentioned by 'Focusin' about the car needing additional oil is totally bogus. Even for an oil service I can request a free loaner, although most times I use their shuttle service to get to/from work. If the car is kept overnight for any reason, I am always offered a loaner or rental car and they always call me to let me know if the car won't be ready when promised. They also call to confirm the car is ready for pick-up and a few days later to make sure that my service experience was satisfactory.

That said, and to get to the point of 'Focusin's' complaint, the responses (or lack of them) from Hyundai Canada are terrible. I have had ongoing issues with the replacement Michelin tires and despite e-mails (no response) and phone calls (delayed response - as in weeks later) there has been no solution offered or follow-up by Hyundai Canada. My dealership have been very supportive, but they are at the mercy of directives from H-C in this matter. Now that Hyundai is officially establishing the Genesis Brand as an upscale entity on its own, their customer service needs to improve drastically to meet customer expectations.

 

[Genesisimo]

Was the gas tank significantly more then 1/2 full when they got the car from you?

Yep. And they had to drain it completely to replace the fuel pump. A small thing, yet customer service is all about the details.

 

[jsmit86]

Yep. And they had to drain it completely to replace the fuel pump. A small thing, yet customer service is all about the details.

I agree. If they are draining a tank due to a problem, they should return the car with at least as much fuel as it had when it came in.

 

[Focusin]

That said, and to get to the point of 'Focusin's' complaint, the responses (or lack of them) from Hyundai Canada are terrible. I have had ongoing issues with the replacement Michelin tires and despite e-mails (no response) and phone calls (delayed response - as in weeks later) there has been no solution offered or follow-up by Hyundai Canada. My dealership have been very supportive, but they are at the mercy of directives from H-C in this matter. Now that Hyundai is officially establishing the Genesis Brand as an upscale entity on its own, their customer service needs to improve drastically to meet customer expectations.

The CEO has stated:

We consider Hyundai Genesis buyers to be early brand ambassadors and the motivation to extend the model to a full line luxury brand.

We want people to talk about the whole Genesis experience, not just the vehicles.

We're focused on elevating the complete Hyundai experience and our products are at the forefront of this evolution.

Whether it's the product, the dealership, or the customer experience, we want it to be unequaled

Yet, (as you point out) there is no evidence that I have seen, to indicate he is following through on any of this. These are buzz words and sound bites that don't appear to have any substance behind them.

 

[Focusin]

This is a perfect example of that old expression "cutting off your nose to spite your face." Why throw a hissy fit ("I'm never coming back!") during one of your first experiences with any organization. As they say, a little kindness and understanding goes a long way.

Lol, thanks but I don't think I'll be taking advice on kindness and understanding from someone who starts off by trying to insult me

Besides, I was very clear at the start of this thread that this was not a complaint about the dealer but a post to open discussion on the luxury car experience and how Hyundai handles Genesis customer concerns. The details of the complaint were necessary to add context to why I contacted Hyundai Canada. That is why I didn't refer to the dealership by name, why I didn't include the details of my experience in the letter to the CEO and why I wrote in the disclaimer I am not posting this as a complaint. Please refrain from insults and keep the discussion on topic.

 

[AustinTX]

Hello Focusin,

First of all, your message to the Hyundai CEO was well written - respectful, helpful, and it should have elicited an immediate response from someone at Genesis.

I would agree that the Genesis experience is not up to snuff yet. I'll accept that they are starting out as a new brand and are converting - especially on a dealership level - from selling econoboxes to luxury cars. That doesn't happen within a few months.

That does not excuse or in any way explain the fact that they on several occasions they failed to follow up on their own promises. If they promise to follow up then someone needs to follow up. Period. No excuses.

I was told that many dealerships make more money from services than new car sales - not going back will hurt them. Communicating this back to the dealership and to Hyundai (Genesis) corporate should also have an impact.

Your feedback is valuable, and I will provide my experiences back to Genesis in a similar manner. Improvement requires constant feedback - and the willingness on their end to listen and act upon the things they learn from their customers.